From the course: IT Service Desk: Customer Service Fundamentals

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Building rapport through writing: Tone

Building rapport through writing: Tone

From the course: IT Service Desk: Customer Service Fundamentals

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Building rapport through writing: Tone

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- The next key component to building rapport through writing is tone. Tone conveys our attitude toward the customer in the content of the message. Tone has three elements that should be considered. Number one, the purpose of the message, and number two, the audience of the message, and number three, the words used to convey the tone. For technical support, we must first understand who our audience is, and then, what is the purpose of our communication? Let's first start with the audience. It's important to know specifically who we are speaking to, and if there any support parameters to address, or to be taken into consideration. Always verify the audience before responding. Keep in mind that your written communications may be forwarded to others past the original recipient, and can often become part of a permanent record. Here's a real-life story I'll share with you. I had a technician that responded to a customer via email using very negative language, and basically said to the…

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